SERVICE OWNER

Job Description The Service Owner within the Department of Technology & Innovation (DTI) acts as the strategic and operational leader responsible for the entire lifecycle management, governance, delivery, stability, modernization, and ongoing improvement of enterprise business applications and platforms that support City operations. This role provides leadership across ERP ecosystems, financial systems, HR technologies, budgeting applications, procurement platforms, and custom‑developed enterprise applications, while also coordinating cross‑functional delivery between business stakeholders, infrastructure, cybersecurity, vendors, and application development teams. Responsibilities The Service Owner is expected to become the subject matter expert on how the software and/or system is architected, implemented, and configured to meet complex business requirements for multiple internal and external users. Demonstrates expertise in enterprise application management, including service lifecycle management, incident/problem/change management, release management, environment management, application governance, SLA management, and operational support oversight. Collaborates on the design, build, price, and enhancement roadmap for specified service areas, as well as service delivery to ensure customer needs are achieved across the enterprise. Works with multiple senior‑level business unit leaders to understand the desired business outcomes of the service, and with architects, technologists, and external service providers to understand underlying technologies and configurations. Understands service cost drivers and connects cost of service to consumption drivers. Tracks service KPIs to drive ongoing improvements in service delivery performance. Negotiates prices for services based on an understanding of the benchmark service levels, prices for service in the industry, and other factors. Acts as a single point of engagement for demand planning and demand management conversations with business partners around their needs for specific service functions. Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization. Participates in continuous improvement efforts for the service area and is responsible for solution delivery and customer satisfaction. Engages with IT leaders, technologists, architects, and industry partners to stay abreast of new technologies, software/system enhancements, and the architecture roadmap. Responsible for overseeing service‑level agreements (SLAs) for specific services to ensure that services are delivered as contracted. Interacts with technology brokers/vendor managers to identify and evaluate new technology products for their services, including alternative technologies that might be “replacements”. Additional duties may be required for this position. Qualifications Seven (7) years of work experience in service delivery, direct business engagement, and specific technology domains. Or a graduate of an accredited college with an Associate’s degree or higher in Computer Science, Business Administration, or a directly related field, plus five (5) years of work experience in service delivery, direct business engagement, and specific technology domains. Or a graduate of an accredited college or university with a Bachelor’s degree or higher in Computer Science, Business Administration, or a directly related field, plus three (3) years of work experience in service delivery, direct business engagement, and specific technology domains. Or a graduate of an accredited college or university with a Master’s degree or higher in Computer Science, Business Administration, or a directly related field, plus two (2) years of work experience in service delivery, direct business engagement, and specific technology domains. Desired Skills and Certifications ITIL Foundation or ITIL Managing Professional, PMP or Agile certifications, Oracle certifications, Workday certifications, SAP certifications, Certified Scrum Master (CSM), and COBIT or governance certifications. Previous experience using project management methodologies, such as Agile, Kanban, SCRUM, CPM, DMAIC, etc. Location 2 N. LaSalle, Suite 1010 Chicago, IL 60602 Days: Monday‑Friday Hours: 8:00 a.m. to 4:00 p.m. (Flexible) Equal Employment Opportunity The City of Chicago is an Equal Employment Opportunity, Military Friendly and Fair Chance Employer. #J-18808-Ljbffr Koitecc Solutions